‘I don’t remember forgetting I don’t seem to recall If I neglected to show you I love you I don’t remember at all.’ Ricky Skaggs Anyone who’s been in a relationship for more than, oh, a fortnight has learned the link between memory and caring. Forget to call: you clearly don’t care. Don’t remember that [...]

There’s a term trending on Twitter at the moment that makes me shake my head and smile a little. Why didn’t I see that coming? It’s ‘Big Process’  (#bigprocess) and I find the tweets by Clay Richardson really interesting. Now, I had no clue what this could mean, so my mind was running in all [...]

Some questions for customer service and customer experience managers to think about… What if: your agents could follow the right process, just as you had designed it? your agents didn’t have to ALT_TAB through 15 applications on their desktop? your agents didn’t have to use Post-it notes or index cards or refer to training manuals? [...]

At one point in time, the Singer Corporation had more than 12,000 people working in a single plant. They were selling more than a million sewing machines a year and had hundreds of millions of dollars in revenue. They were one of the most important manufacturers in America. It was fun …while it lasted! When [...]

The new voice of the customer is putting a huge burden on the old ear of business. With the advent of social media, telling ten friends can now mean influencing ten million friends. The resulting tidal shift in the business-to-customer relationship has businesses scrambling to adjust: B2C companies are now employing new listening technologies, appointing [...]

Do you find that you frequently make important business decisions without taking your customer’s point of view into account? And that as a good business leader, you want to factor in your customer’s voice, but don’t know where or how to start? Well, you could try an experiment. Next time you are in an internal meeting, [...]

After more than a decade of loyalty to United Airlines, where I have racked up more than a million lifetime miles, and where I have routinely reached 1K status (i.e 100,000 miles) by April 1st of each year, I am now going to be giving over much of my annual travel time to Southwest Airlines. [...]

KANA’s enduring mission is service experience management. And, like most companies, we occasionally change the marketing tagline associated with that mission. Recently, we adopted the phrase: “Good Experiences. On Brand. On Budget.” Precisely as we intended, we’ve had many, many comments that boil down to: “Are you crazy?  We want great/delightful/amazing/unbelievable/world-class/dazzling customer service experiences! We’re [...]

Overtone has been developing Text Analytics and Natural Language Processing (NLP) technologies for years now, and unsurprisingly the general knowledge about these technologies and their inclusion in Voice of the Customer programs, Social Media Analysis, and CRM has increased dramatically. Where once many enterprises were interested in NLP (but weren’t sure how to incorporate it [...]

wud ur customer listening system uderstand this sentence. how do u identify important convos and respond 2 ur customers wen they talk about u?? did u catch the SB…i cant beleive she messed up the words. That’s really how people speak, honestly. Well, at least when we’re talking about user-generated text like that found in [...]